Gestión integral de la calidad en las empresas turísticas del Cantón Montecristi.

Abstract

The present investigation Comprehensive management of quality in tourism companies had as a general objective to analyze the quality of the service through the satisfaction of the client who has acquired services in the tourism companies of the Montecristi canton. The research was descriptive where it allowed us to specify the most important aspects. The approach he had was quantitative and qualitative. The techniques that were applied were the surveys focused on the clients to know the satisfaction of the services they received, with this it was possible to identify the aspects that intervene in the satisfaction of the client, and in the same way the surveys were applied to the employees of the tourist companies, as an instrument, a questionnaire composed of 15 and 10 closed questions was carried out, and interviews were directed to officials to learn about the anagement they handle within the companies. The population for the investigation includes the tourist companies that are registered in the Ministry of Tourism. The investigation shows that there is no quality management in tourism companies where the client has adequate satisfaction due to the due insolvencies presented by the staff, which are the ability to respond and empathy. For this reason, good practices were implemented to improve customer service and attention.